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10 Cool Features Standard-to-Pro
10 Cool Features Standard-to-Pro in the Washington DC release takes productivity and efficiency to a new level! If you’ve been using the Standard version of ITSM and Knowledge, the Pro Upgrade will completely supercharge your ServiceNow experience.
This upgrade adds features that elevate your service experience to the next level. It empowers agents, improves customer experiences, and makes everyday tasks faster, smarter, and easier. With cutting-edge automation, AI-driven insights, and advanced analytics, Pro equips your team to operate at peak efficiency, making an already great team even better.
Upgrade Advantages of Pro Over Standard
Here’s how the Pro Upgrade takes your ServiceNow experience to the next level:
- Automating tasks: With AI-driven Predictive Intelligence, the Pro version automatically categorizes and assigns incidents. This not only eliminates manual effort but also ensures quicker and more accurate task handling.
- Reducing agent workload: Through Virtual Agents, routine requests are handled autonomously, freeing up agents to focus on more critical tasks. This means agents can spend more time resolving complex issues and less time on repetitive inquiries.
- Consolidating data: The Pro version offers Agent Workspace, which pulls all relevant information into a single interface. This reduces the need for agents to switch between multiple systems, making their workflow more efficient and their resolutions faster.
- Optimizing processes: With Performance Analytics, real-time insights allow managers to quickly adjust workflows based on data-driven decisions. This ensures that your team can continuously optimize processes for maximum efficiency, enabling quicker incident resolution and better service outcomes.
Discover the Benefits: 10 Cool Features Standard-to-Pro
Upgrading to Pro from the Standard version transforms how your team works, driving productivity and improving customer satisfaction with 10 key features that will revolutionize your workflows and service capabilities.
- Reduce manual work by up to 70%: Intelligent automation streamlines tasks like incident routing and testing, saving valuable time.
- Faster resolutions: Enjoy 20-50% quicker incident and service request handling with optimized workflows.
- Fewer incidents: Proactive event management reduces major incidents by up to 35%, stopping problems before they escalate.
- Boost self-service: Virtual Agents and smarter Knowledge Management cut ticket volumes by 40%, empowering users to solve problems on their own.
- Higher customer satisfaction: With faster responses and smoother processes, you’ll see happier customers and more efficient operations.
Preparing for New Features: Predictive Intelligence, Agent Workspace, and Gradual Rollout
To make the most of the new Pro upgrade features, it’s important to approach the transition with a solid plan. Here’s how to prepare for key features like Predictive Intelligence and Agent Workspace, and gradually introduce others such as Virtual Agents and Performance Analytics:
1. Start Strong: Focus on Predictive Intelligence and Agent Workspace
Begin your rollout by prioritizing Predictive Intelligence and Agent Workspace, as these features offer the most immediate improvements to workflows.
- Predictive Intelligence: Kick off by training your team on how this AI-powered tool automatically categorizes and assigns incidents. This drastically reduces manual effort and accelerates response times, allowing agents to focus on more complex tasks.
- Agent Workspace: Ensure agents understand the benefits of this consolidated interface, which brings all relevant information into one view. It minimizes the need for system switching, enabling faster, more efficient task completion.
2. Introduce Now Assist Early for Maximum ITSM Agent Efficiency
As you roll out Agent Workspace, integrate Now Assist at the same time to boost efficiency further.
- Now Assist Integration: This tool provides agents with contextual recommendations, suggesting relevant knowledge articles and solutions as they work. By using Now Assist alongside Agent Workspace, agents can resolve incidents quicker with proactive support.
- Practical Training: Conduct hands-on training that demonstrates how Now Assist delivers helpful suggestions in real time. This feature enhances your team’s ability to resolve issues confidently and efficiently, reducing downtime.
3. Empower Your Team with Hands-On Training
Practical experience is key to success. Set up training that mirrors real-world workflows to help agents quickly adapt to new features.
- Real-World Scenarios: Organize training sessions where agents can explore how Predictive Intelligence, Agent Workspace, and Now Assist improve their day-to-day activities. By using real scenarios, agents will see the immediate impact on efficiency.
- Feedback Loop: Encourage feedback during training. Gather insights on where agents may need additional support, and make adjustments to ensure they’re getting the most out of these powerful tools.
4. Foster a Culture of Knowledge Sharing
As agents grow more comfortable with the new tools, encourage collaboration to accelerate learning and boost feature adoption.
- Collaborative Learning: Create open spaces for agents to exchange tips and best practices. This peer-to-peer knowledge sharing will help the team learn faster and more effectively.
- Regular Sessions: Host regular discussions where agents can dive deeper into how they’re using Predictive Intelligence, Agent Workspace, and Agent Assist. This will help identify new ways to leverage these features for maximum impact.
5. Gradually Introduce Virtual Agents and Performance Analytics
Once your team is comfortable with the initial rollout, gradually implement Virtual Agents and Performance Analytics to enhance efficiency even further.
- Introducing Virtual Agents: Begin introducing Virtual Agents to handle routine inquiries, allowing human agents to focus on higher-value tasks. This transition frees up resources for more complex, mission-critical issues.
- Implementing Performance Analytics: Roll out Performance Analytics to help managers track key metrics, analyze workflows, and make data-driven decisions. This tool will enhance overall team performance and allow continuous process optimization.
6. Develop a Phased Rollout Strategy
To ensure minimal disruption, implement a phased rollout approach to introduce each feature.
- Phase 1: Predictive Intelligence, Agent Workspace, and Agent Assist: Start by focusing on features that provide the most immediate benefits. These tools automate tasks, consolidate data, and offer proactive assistance, driving quick improvements in efficiency.
- Phase 2: Virtual Agents and Performance Analytics: After the first phase, roll out Virtual Agents and Performance Analytics gradually. Ensure that each feature is fully tested and integrated before moving forward.
- Adapt and Adjust: Continuously gather feedback throughout each phase, making necessary adjustments to keep the transition smooth and effective.
7. Track Progress and Continuously Optimize
Monitor how well the new tools are performing and make ongoing improvements to maximize results.
- Monitor Performance: Leverage Performance Analytics to measure the impact of each feature on team productivity. Identify areas that require additional training or optimization to ensure continuous improvement.
- Ongoing Adjustments: As your team becomes more familiar with the Pro features, continue refining workflows and processes to fully optimize the benefits of the upgrade.
Features Comparison: Agent Workspace vs. Now Assist vs. Service Operations Workspace
Here’s a simplified, comparison of the differences and best use cases for each ITSM tool:
Purpose & Focus
| Feature | Agent Workspace | Now Assist | Service Operations Workspace |
|---|---|---|---|
| Purpose | Unified interface for managing incidents, requests, tasks | Contextual recommendations to speed ticket resolution | Monitoring, event management, and service health visibility |
| Task Management | Prioritizes tasks with quick actions and task boards | Suggests actions for specific tickets | Task management for major incidents and root cause analysis |
| Target Audience | Service agents managing tickets and requests | Agents focused on faster resolutions | IT operations teams monitoring infrastructure events |
Contextual Assistance & Automation
| Feature | Agent Workspace | Now Assist | Service Operations Workspace |
|---|---|---|---|
| Contextual Information | Provides task details, communication history, and knowledge articles | Suggests relevant knowledge articles and solutions | Displays real-time service health and event details |
| Automation & AI | Integrated with Predictive Intelligence for incident automation | AI-driven recommendations | Automated event correlation and root cause analysis |
| Proactive Assistance | Built-in recommendations from knowledge and task data | Proactively suggests actions | Event correlation, but no ticket-specific assistance |
Event & Incident Management
| Feature | Agent Workspace | Now Assist | Service Operations Workspace |
|---|---|---|---|
| Incident Management | Manages incidents, requests, and tasks for end-users | Enhances agent response to incidents | Focuses on managing major incidents and outages |
| Event Management | N/A | N/A | Monitors service health, events, and outages |
Customization & Integration
| Feature | Agent Workspace | Now Assist | Service Operations Workspace |
|---|---|---|---|
| Customization | Highly customizable for agent workflows | Integrated seamlessly into workflows | Customizable for IT operations and monitoring |
| Agent Workspace Integration | Core feature of the platform | Directly integrated with Agent Workspace | Separate workspace designed for IT operations |
| Virtual Agent Integration | Supports handling routine inquiries | Task-specific assistance | N/A |
Performance & Analytics
| Feature | Agent Workspace | Now Assist | Service Operations Workspace |
|---|---|---|---|
| Performance Analytics | Provides task-specific data and reporting | Does not include analytics | Includes dashboards for service health and event monitoring |
| Service Health Visibility | Basic task-related health information | N/A | Full service health visibility for infrastructure |
| Root Cause Analysis | N/A | N/A | Offers detailed root cause analysis for outages |
Conclusion:
- Agent Workspace is designed for service agents managing day-to-day tickets, tasks, and requests, offering automation and knowledge integration.
- Now Assist enhances Agent Workspace by providing proactive recommendations, helping agents resolve tickets faster.
- Service Operations Workspace is focused on IT operations, offering event management, service health monitoring, and root cause analysis.
Choose Agent Workspace and Agent Assist for agent efficiency, or Service Operations Workspace for IT infrastructure management.
Even More than 10 Cool Features Standard-to-Pro
- AI: ServiceNow Virtual-Agent Chatbot
- AI at ServiceNow | Infographic – ServiceNow
- Artificial Intelligence A-Z Glossary
- Association-of-Generative-AI – Best Practices Network
- Generative AI – ServiceNow
- Knowledge Categorization “Find-ability”
- One-IT: Effective Ticket Handling
- Productivity: Service Operations Workspace
- Proper Ticket Handling Imperative
- Public Sector Digital Services
- Virtual Agent – Tips for Implementation success – ServiceNow Community
- What are best practices for promoting self-service adoption among help desk customers?
